Operations Manager

An exciting opportunity has arisen for an experienced Operations Manager to join the team at one of the City of London’s most prestigious trophy assets.

This is a fantastic opportunity for a highly motivated and service-focused professional with a strong background in soft services, facilities operations, and supply chain contract management. The successful candidate will play a key role in delivering and maintaining best-in-class operational standards, while ensuring an exceptional experience for both clients, occupiers, and visitors.

Delivery of an effective and compliant facilities management service through in-house staff, suppliers and consultants, primarily focussed on soft services, within a single complex building.

20 Gracechurch Street comprises approximately 255,000 sq. ft. of prime office space arranged over 16 floors, and 43,000 sq. ft. of retail space on ground and lower ground floors. Constructed to a unique design in 1965 and fully refurbished in 2009, the property benefits from dual receptions (recently refurbished) with double height entrance off Gracechurch Street, end of trip facilities including cycle store and changing rooms, and 360-degree views of London from the tower floors.

Strategically positioned at the crossroads of the financial and insurance districts, the property lies within walking distance of Monument, Bank and Liverpool Street stations.

Responsibilities

• Manage relationships with third-party service providers (cleaning, security, reception and maintenance) to ensure Service Level Agreements (SLAs) are met.
• Ensure full compliance with UK health and safety regulations and internal group security policies. Conduct regular risk assessments and safety audits.
• Assist with the preparation and management of the property service charge budget.
• Assist with service charge reconciliations, accruals, prepayments, and year-end processes.
• Check and approve expenditure against service charge budgets.
• Provide best in class customer service to internal and external customer base.
• Maintain regular and effective communication with clients and tenants.
• Maintain regular and effective communication with internal colleagues in Property Management, support functions and the wider Real Estate business
• Monitor works conducted/service provided by suppliers.
• Audit and inspect supplier delivery.
• Measure and report supplier performance against agreed SLAs.
• Work effectively with a range of specialist consultants to deliver agreed outcomes.
• Procure goods and services, following procedures and policies.
• Prepare management reports for a variety of stakeholders and attend/chair management meetings as required.
• Undertake regular building inspections, complete reports and initiate/progress any required works.
• Ensure compliance with all current statutory legislation in respect of health and safety and the environment.
• Manage local environmental activities in order to meet statutory obligations and achieve/retain industry standards e.g. ISO14001 working with sustainability team.
• Ensure compliance with all internal procedures and policies – e.g. Procurement, Finance, Compliance, HR.
• Ensure security and emergency procedures are robust and adhered to at all times, taking an active role in the event of emergency situations.